About this role
TITLE
Senior Product Support Specialist
WORKING LOCATION
Bangalore, India
WORK MODE
Hybrid 3 Days office and 2 Days WFH in a week.
SHIFT TIMINGS
8.00 AM to 5.00 PM OR 12.00 PM to 9.00 PM.
OVERALL OBJECTIVES
Senior Support Analyst to manage IT Reporting ticket as well as providing guidance and support for Junior resources
Role Summary
We are seeking a highly motivated and experienced Senior Support Analyst to provide advanced L2/L3 support for enterprise data warehouse solutions and Power BI reporting platforms. The successful candidate will play a key role in incident resolution, problem management, service improvement, and operational support while mentoring junior support team members.
This role requires strong analytical capabilities, technical troubleshooting expertise, and a proactive mindset to ensure the stability, performance, and continuous improvement of reporting and data services.
KEY RESPONSIBILITIES
Support & Operations
Provide Level 2 and Level 3 support for incidents, service requests, and operational issues related to:
- Data warehouse environments
- Power BI reports and dashboards
- Data integrations and reporting services
- Investigate, troubleshoot, and resolve complex technical issues within agreed SLAs.
- Perform root cause analysis and contribute to long-term problem resolution.
- Monitor system performance and proactively identify operational risks and improvement opportunities.
Leadership & Collaboration
- Lead L2 support activities and act as an escalation point for complex incidents.
- Coach, mentor, and guide other L2 support analysts in:
- Incident management
- Problem management
- Best practices and operational procedures
- Collaborate with infrastructure, application, and business teams to ensure seamless support delivery.
- Contribute to knowledge sharing, documentation, and process standardization.
Data Analysis & Reporting
- Provide data analysis insights to support business and operational decision-making.
- Analyse trends, incidents, and reporting data to identify systemic issues and optimization opportunities.
- Support users in understanding and interpreting reporting outputs and data quality concerns.
REQUIRED SKILLS & EXPERIENCE
- Experience providing L2/L3 application or data support in enterprise environments.
- Strong understanding of ITIL 4 processes and best practices.
- ITIL 4 Certification required.
- Experience supporting Power BI reporting solutions.
- Ability to execute and understand SQL queries as an end user.
- Knowledge of relational databases and data structures.
- Familiarity with IT assets and infrastructure environments.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
PREFERRED PROFILES
- Proactive and customer-focused mindset.
- Ability to work independently and manage multiple priorities.
- Strong documentation and knowledge management skills.
- Team player with mentoring and leadership capabilities
Engineering Degree in Computer Science/MCA or any other Bachelor’s degree with the relevant experience.